Lead Client Services Project Manager

NICE

Lead Client Services Project Manager at NICE, responsible for successful implementation of client-facing projects. Managing complex project lifecycles with GSI partners ensuring deliverable alignment and value.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Own full lifecycle project delivery from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall).
Build project plans based on customer requirements, partner inputs, and implementation team deliverables. Must understand key technical concepts for CCaaS and Telecoms.
Develop detailed project plans aligned with the SOW and inclusive of partner-led or co-delivered workstreams.
Lead multiple projects concurrently, including those executed in collaboration with GSIs (prime or sub-contractor models).
Track action items and enforce accountability across internal stakeholders and external partner teams.
Identify and mitigate risks early, including risks related to partner delivery, scope ownership, and customer satisfaction.
Report on Project Financials, including revenue forecasting, recognition, and partner-influenced revenue contribution.
Maintain a real-time view of project health, including milestone tracking, risks, escalations, and executive summaries for GSI-involved engagements.
Act as an escalation point for delivery challenges, including GSI partner execution issues, scope disputes, and customer risks.
Establish and enforce delivery standards, governance models, and quality benchmarks across all GSI-supported implementations.
Coordinate Professional Services resources supporting GSI engagements and ensure alignment with delivery methodologies.
Lead post-project evaluations and retrospectives with customers and partners to capture lessons learned and improve delivery playbooks.
Communicate clearly and regularly with all stakeholders, including customers, internal teams, and GSI partners.
Drive strong cross-functional alignment between Professional Services, GSI Partner Sales, Customer Success, and partner organizations.
Support seamless sales-to-delivery handoffs for GSI-influenced deals and ensure execution readiness.
Foster a culture of collaboration, accountability, and delivery excellence across matrixed teams.

Requirements

What you’ll need

Strong knowledge of client service and Professional Services delivery models
Good management and leadership abilities
Excellent communication and presentation skills
Ability to grasp customer and partner requirements and ensure they are addressed through project execution
Strong knowledge of Project Management practices and enterprise service delivery
Ability to review project risk factors and suggest mitigation strategies, including partner-related risks
In-depth project management and technical experience
Strong stakeholder management skills across delivery, sales, and partner organizations
Commercial awareness, including understanding of revenue, pipeline, and partner go-to-market dynamics
Experience working in matrixed organizations and managing without direct authority
Experience with GSI ecosystems (e.g., Accenture, Deloitte, Capgemini) and partner-led delivery models preferred
Ability to identify when customer needs translate into additional Services opportunities

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AgileWaterfallProject ManagementCCaaSTelecomsRevenue ForecastingRisk MitigationProject FinancialsStakeholder ManagementProfessional Services Delivery

Soft Skills

LeadershipCommunicationPresentationCollaborationAccountabilityCustomer FocusCross-functional AlignmentProblem SolvingAdaptabilityNegotiation